Jayla Brooks
Pensacola,FL
Summary
Detail-oriented and dependable administrative expert with substantial experience in data entry, customer support, and office operations for healthcare and financial industries. Proven ability to handle high-volume work efficiently and accurately while adhering to tight confidentiality and regulatory norms. Skilled in streamlining processes, managing multi-line phone systems, and assisting cross-functional teams to guarantee seamless daily operations. Recognized for excellent organizational abilities, flexibility, and a dedication to providing quality service in fast-paced circumstances.
Overview
5
5
years of professional experience
Work History
Healthcare Facility / Medical Practice
Pensacola, FL
- Supported daily medical office operations by managing patient records, appointment scheduling, insurance verification, and front-desk administrative tasks.
- Maintained accurate electronic medical records (EMR) while ensuring full compliance with HIPAA and confidentiality standards.
- Assisted with patient check-in/check-out, intake documentation, and coordination between clinical staff and patients to ensure smooth workflow.
- Handled multi-line phone systems, routed calls appropriately, and provided professional, empathetic assistance to patients and providers.
- Processed forms, referrals, authorizations, and correspondence to support efficient office operations and timely patient care.
- Identified workflow gaps and assisted with administrative improvements to enhance efficiency and patient satisfaction.
Customer Service Representative
Pensacola Energy
Pensacola, FL
03.2026 - Current
- Worked well in a team setting, providing support and guidance.
- Proven ability to learn quickly and adapt to new situations.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
- Organized and detail-oriented with a strong work ethic.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Customer Service Representative
Teleperformance
Remote
10.2025 - Current
- Resolved customer inquiries effectively through multi-channel communication methods.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Addressed customer complaints with empathy, fostering loyalty and encouraging repeat business.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
- Paid attention to detail while completing assignments.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
Government Operations Consultant
Florida Department of Health, Escambia County Health Department
Pensacola, FL
01.2024 - Current
- Administer and maintain records for fleet and mobile device contracts, ensuring data correctness, timely renewals, and compliance with standards.
- Conduct in-depth financial and operational data analysis to support cost-cutting efforts, improve departmental reporting, and optimize resource use.
- Coordinate interdepartmental processes and information systems to enhance documentation, remove redundancies, and ensure data consistency across platforms.
- Monitor program metrics and compliance paperwork, create executive reports, and ensure data integrity in accordance with state and federal rules.
Immunization Senior Clerk / Medical Records Technician
Florida Department of Health, Escambia County Health Department
Pensacola, FL
01.2024 - Current
- Enter and verify large amounts of vaccination and medical record data with precision and attention to detail, ensuring compliance with HIPAA and departmental guidelines.
- Organize and preserve sensitive files, communications, and documents to ensure effective record retrieval and administrative operations.
- Process invoices and keep financial logs to provide up-to-date records and timely reporting for budget management and auditing purposes.
- Implement quality control procedures for data entry and document processing to drastically reduce input mistakes while improving reporting accuracy.
Member Service Representative
Navy Federal Credit Union
Pensacola, FL
05.2023 - 12.2023
- Accurately handled member transactions, account changes, and service requests while preserving tight confidentiality and data integrity.
- Resolved member inquiries and disputes via phone and in-person with professionalism and attention to detail, enhancing customer satisfaction and retention.
- Navigated numerous systems at the same time to validate information, enter data, and update records in a high-volume, fast-paced setting.
- Maintained compliance with federal banking regulations and internal policies while supporting operational accuracy and quality assurance standards.
Medical Receptionist
Woodlands Medical Specialist
Pensacola, FL
02.2022 - 04.2023
- Accurately managed patient scheduling, check-in/out, insurance verification, and billing data input, resulting in more efficient front-office operations.
- Maintained up-to-date electronic medical records and documentation in compliance with HIPAA, ensuring high standards of patient data integrity.
- Used a multi-line phone system to schedule appointments, convey messages, and react to questions with empathy and professionalism.
- Assisted clinical personnel with administrative activities, allowing for efficient workflow and increasing patient experience via prompt communication and follow-up.
Telecommunications Operator
Woodlands Medical Specialists
Pensacola, FL
06.2021 - 04.2023
- Managed large quantities of incoming calls, effectively channeling information to the right departments and guaranteeing quick response and service continuity.
- Entered and maintained thorough call logs and internal routing data to aid system optimization and documentation correctness.
- Maintained strict confidentiality of sensitive information in accordance with HIPAA and internal policies, ensuring secure handling of patient and caller data.
- Collaborated with cross-functional teams to streamline workflows, increase service quality, and provide onboarding materials for new operators.
Education
High School Diploma - undefined
Pine Forest High School
Pensacola, FL05.2019
Skills
- Data Entry & Record Management
- Customer Service
- Microsoft Office Suite
- Confidentiality & HIPAA Compliance
- Time Management
- Multiline Phone Systems
- Appointment Scheduling
- Document Verification
- Problem Solving
- Financial Recordkeeping
- Administrative Support
- Accuracy & Attention to Detail
Timeline
Customer Service Representative
Pensacola Energy
03.2026 - Current
Customer Service Representative
Teleperformance
10.2025 - Current
Government Operations Consultant
Florida Department of Health, Escambia County Health Department
01.2024 - Current
Immunization Senior Clerk / Medical Records Technician
Florida Department of Health, Escambia County Health Department
01.2024 - Current
Member Service Representative
Navy Federal Credit Union
05.2023 - 12.2023
Medical Receptionist
Woodlands Medical Specialist
02.2022 - 04.2023
Telecommunications Operator
Woodlands Medical Specialists
06.2021 - 04.2023
High School Diploma - undefined
Pine Forest High School
Healthcare Facility / Medical Practice